Refund policy

CANCELLATION, RETURN, EXCHANGE AND REFUND POLICY


Effective Date: 2 August 2026
Last Updated: 2 August 2026

At CZARD, every timepiece is inspected and packaged with care before dispatch. This Policy explains when an order may be cancelled and how we handle products that arrive damaged, defective, incomplete or incorrect.

This Policy applies to purchases made directly through www.czard.com, operated by Posh Lush, trading under the brand name CZARD.

Please review this Policy before placing an order.

Order Cancellation

Every CZARD timepiece forms part of a permanent Chapter in the history of the House.

Each timepiece is assigned its own numbered position within its respective Chapter. This identity is permanently recorded on the timepiece and, where applicable, on its accompanying Chapter components and documentation.

For this reason, every confirmed order enters CZARD's Chapter allocation, engraving, quality-control and fulfilment process as an individually identified timepiece.

1. ORDER CANCELLATIONS

All orders placed with CZARD are considered final once confirmed.

CZARD does not accept cancellations arising from a change of mind, an accidental purchase, a change in preference, or a decision by the customer not to proceed with the purchase after confirmation.

By completing an order, the customer expressly acknowledges that CZARD may commence the allocation, preparation, engraving, quality-control and fulfilment process immediately following confirmation of the purchase.

Once a timepiece has entered this process, its Chapter identity forms part of CZARD's permanent numbering and provenance system.

Nothing in this section limits any cancellation right that cannot lawfully be excluded under applicable consumer-protection legislation.

2. CHANGE-OF-MIND RETURNS

CZARD does not accept returns, exchanges or refunds solely because:

  • the customer has changed their mind;

  • the customer no longer wishes to retain the timepiece;

  • the customer prefers another model, dial, colour or variation;

  • the timepiece does not suit the customer's personal preference after delivery; or

  • the customer subsequently finds the same or another product available at a different price.

Each CZARD timepiece is supplied as a Chapter-numbered piece with a permanent identity and provenance. Once issued, CZARD does not treat that identity as interchangeable with ordinary unnumbered inventory.

Accordingly, CZARD does not operate a general change-of-mind return or exchange programme.

3. DAMAGED, DEFECTIVE OR INCORRECT TIMEPIECES

The above policy does not apply where the timepiece received:

  • has a manufacturing defect;

  • is materially damaged prior to or during delivery;

  • is materially different from the product ordered;

  • does not correspond with the characteristics or specifications represented by CZARD at the time of purchase; or

  • otherwise qualifies for a return, replacement or other remedy under applicable law.

Customers are requested to notify CZARD in a maximum of 3 Days and to provide their order number together with photographs, videos or other information reasonably necessary for CZARD to assess the matter.

Where applicable, CZARD will arrange the appropriate inspection and provide the repair, replacement or other remedy required under applicable law and CZARD's applicable warranty terms.

Any request for photographs, videos, inspection or supporting information is intended to assist in establishing the condition of the timepiece and does not remove any statutory consumer rights.

4. CHAPTER IDENTITY

The Chapter number assigned to a CZARD timepiece belongs to the timepiece itself and forms part of its permanent provenance.

Chapter positions are allocated by CZARD and are not ordinarily selected by the customer.

Where a timepiece is returned pursuant to a valid legal or warranty claim, CZARD may retain the timepiece's original Chapter identity within its internal records in order to preserve the integrity and chronological history of the Chapter system.

A returned, cancelled, lost or otherwise externally circulated Chapter identity may not necessarily be reissued to another timepiece.

5. INTERNATIONAL ORDERS

Consumer-protection laws differ between jurisdictions.

Where the law applicable to a customer's purchase provides a mandatory right of cancellation, withdrawal, return, repair, replacement or refund that cannot legally be excluded by contract, those statutory rights will apply notwithstanding anything contained in this Policy.

CZARD's Chapter system, numbering system or engraving does not operate to restrict any consumer right that cannot lawfully be excluded.

6. ORDER ACCEPTANCE

By placing an order through the CZARD website, the customer acknowledges that they have reviewed and accepted this Cancellation & Return Policy before completing the purchase.

This Policy should be read together with CZARD's Terms & Conditions, Shipping Policy and Warranty Policy.

9. Assessment and Approval

All exchange requests are subject to reasonable assessment and verification.

After receiving your request, CZARD may:

  • request additional photographs, videos or information;

  • conduct a remote troubleshooting assessment;

  • arrange for the product to be collected;

  • ask you to ship the product to an authorised address; or

  • refer the product for technical inspection.

Do not send a product to CZARD without receiving written return authorisation and shipping instructions.

Products sent without authorisation may be delayed, refused or returned to the sender.

Approval of a request will be based on:

  • the nature of the reported issue;

  • the available evidence;

  • the physical and technical condition of the product;

  • the product specifications;

  • the circumstances of delivery; and

  • the requirements of applicable law.

10. Return Shipping

Where CZARD approves a return because the product was damaged in transit, defective upon delivery, incomplete or incorrect, CZARD will ordinarily arrange and bear the reasonable cost of return shipping.

Where reverse-pickup services are not available at your location, we may ask you to send the product through an approved courier method.

Do not independently arrange an expensive or expedited return shipment without written approval. Reimbursement may be limited to reasonable and pre-approved shipping costs.

The product must be securely packed using its original protective packaging wherever possible. CZARD will not be responsible for additional damage caused by inadequate return packaging arranged by the customer.

11. Inspection

Once the returned product reaches CZARD or its authorised service location, it will be inspected to verify the reported issue and confirm that the return conditions have been satisfied.

Inspection will ordinarily be completed within five business days after receipt of the product.

Certain technical or intermittent issues may require additional testing. Where further time is reasonably required, we will inform you.

The approval of a return request before collection is provisional. Final approval of a replacement or repair may be subject to physical and technical inspection.

12. Available Remedies

Where a claim is approved, CZARD may provide one or more of the following remedies, depending on the nature of the issue:

  • correction of an order or missing item;

  • repair of the product;

  • replacement with the same product; or

  • store credit, where accepted by you

For a product that arrives damaged, materially defective, incorrect or non-functional, CZARD will ordinarily prioritise replacement with the same model and variant.

Where the same product is unavailable, you may be offered:

  • another available product of equivalent value;

  • a higher-value product upon payment of the price difference;

  • store credit;

A refund will not be replaced with store credit without your agreement.

CZARD may provide a repair instead of a replacement where the issue is minor, repairable and appropriately covered under the applicable Warranty Policy.

Nothing in this Policy restricts any remedy that must be provided under applicable law.

13. Replacement Dispatch

Where a replacement is approved, it will ordinarily be dispatched within three to seven business days after:

  • the returned product has been received;

  • inspection has been completed; and

  • replacement eligibility has been confirmed.

Dispatch may take longer where the replacement product is temporarily unavailable.

A replacement product remains subject to the original warranty period unless otherwise stated or required by applicable law.

If a complimentary item is not returned, CZARD may deduct its stated retail value from the refund where permitted by law and where that condition was disclosed with the promotion.

15. Tampered or Visibly Damaged Parcels

If the parcel appears open, tampered with, crushed, wet or materially damaged at the time of delivery:

  • do not provide a delivery one-time password until you have inspected the outer package where possible;

  • photograph or record the condition of the parcel;

  • refuse delivery where the damage or tampering is substantial; and

  • contact CZARD immediately.

If you accept a visibly damaged parcel, record a continuous unboxing video before opening it and report any issue within 48 hours.

16. Missing or Incorrect Items

Where an order contains a missing or incorrect item, notify CZARD within 48 hours of delivery.

Do not use, resize, alter or remove protective materials from an incorrect product.

Once the claim is verified, CZARD will arrange the appropriate correction, collection or replacement

17. Products Purchased From Other Sellers

This Policy applies only to products purchased directly from www.czard.com.

Products purchased from an authorised retailer, marketplace, distributor or other seller are subject to that seller’s cancellation and return policy.

Warranty coverage, where applicable, may remain governed by CZARD’s Warranty Policy and the terms accompanying the product.

18. Promotional and Discounted Products

Products purchased during a sale, promotion, launch offer or with a discount code remain eligible for remedies where they are damaged, defective, incomplete, incorrect or otherwise required to be accepted under applicable law.

Promotional or discounted products are not eligible for change-of-mind returns unless expressly stated otherwise on the relevant product page or offer.

Where a partial return affects the eligibility conditions of a bundle, gift or promotional offer, the refund may be recalculated according to the terms disclosed with that offer.

19. Abuse of the Return Process

CZARD may decline or investigate requests involving:

  • repeated unsupported claims;

  • altered or fabricated evidence;

  • substitution of products;

  • removal or alteration of serial numbers;

  • deliberate product damage;

  • fraudulent payment or delivery activity;

  • misuse of promotional offers; or

  • other suspected abuse of this Policy.

This provision will not be used to deny a legitimate consumer claim merely because the customer has previously requested assistance.

CZARD may restrict cash-on-delivery or other purchasing facilities for accounts associated with repeated refused deliveries, fraudulent activity or misuse, where permitted by law.

20. Contact Us

For cancellation, return, replacement or other requests, contact:

Legal Entity: Posh Lush
GST: 24ABJFP7843G1ZZ
Brand: CZARD
Email: care@czard.com
Business Hours: 10AM to 6PM, Monday to Friday.

Please include your order number in every communication.